Technical Support Specialist

OPENTEXT 
OpenText is a global leader in information management, where innovation, creativity, and collaboration are the key components of our corporate culture. As a member of our team, you will have the opportunity to partner with the most highly regarded companies in the world, tackle complex issues, and contribute to projects that shape the future of digital transformation.

Your Impact:

As part of our Technical Support team, you will join a dynamic team focused on solving complex issues for our customers. You will have the opportunity to learn cutting-edge Security and Forensic technologies which will enable you to support our customers.

You will play a critical role in providing technical support for a range of business systems and applications. Collaborating with engineers, product teams, and support personnel, you will address challenges across various platforms, contributing to customer success and satisfaction. Critical thinking is something that you’ll leverage on an ongoing basis as each customer’s situation will be unique and require creativity with your solutions.

The successful candidate will join an established team supporting Encase, Tableau Hardware and Network Detection and Response Software and Hardware. Our team provides world class technical support to external customers, and other departments, via phone, e-mail, and support portal message board.   Our strong team-based environment will ensure that if you get stuck or need some help, you’ll always feel supported.

What the Role Offers:

• A dynamic work environment that encourages innovation and continuous learning, with access to professional development opportunities. Collaborate with cross-functional teams to enhance your problem-solving capabilities while delivering an exceptional customer experience.
• Utilize technical expertise in Windows 10/11, Server 2016/2019, Linux/UNIX, macOS, iOS, and Android environments to solve complex technical issues across diverse platforms.
• Engage with core networking concepts, including TCP/IP, DNS, DHCP, subnetting, firewalls, and HTTPS/SSL.
• Exposure to forensic and security processes, including imaging, write blocking, secure storage, incident response, and mobile phone forensics. Utilize security and traffic analysis tools like Zeek and Suricata.
• Utilize communication skills, translate complex technical concepts into clear, concise messages for both technical and non-technical audiences.
• Hands-on experience with database and web server management, work with MSSQL, SQL, and IIS to support secure operations. Work within a vLab to replicate customer concerns and develop creative solutions to challenges.
• Participate in late shift rotations and on-call support to gain experience in managing critical issues under pressure.
   

What You Need to Succeed:

• A university/college degree in a related discipline or equivalent work experience, with a minimum of 2-3 years in a technical support role.
• Exhibit strong analytical and problem-solving skills to effectively troubleshoot technical issues and contribute to innovative solutions in a fast-paced environment.
• Demonstrate excellent verbal and written communications skills and the ability to grasp and express complex technical concepts.
• Possess strong knowledge of Windows OS, Domains, Active Directory, and key networking concepts like TCP/IP, DNS, DHCP, and subnetting. Skillfully manage firewalls and SSL/HTTPS protocols.
• Proficiency in, Windows 10/11, Servers (2016 & 2019), Linux or UNIX variants, macOS, iOS, Android, and familiarity with Azure and other cloud platforms.
• Experience working with databases (MSSQL, SQL, Oracle), web servers (IIS, Apache), and an understanding of web services and SSL certificates.
• Knowledge of forensically sound processes, including imaging, write blocking (hardware/software), secure storage, hashing, and chain of custody. Familiarity with DFIR concepts such as incident response, system hardening, whitelists/blacklists, IoCs, SIEMs, pentesting, endpoint protection, and Zero Trust. Experience with web traffic analysis tools like Zeek and Suricata is valuable. Network+/Security+ certifications are desirable.

One Last Thing 

OpenText's efforts to build an inclusive work environment go beyond simply complying with applicable laws. Our Employment Equity and Diversity Policy provides direction on maintaining a working environment that is inclusive of everyone, regardless of culture, national origin, race, color, gender, gender identification, sexual orientation, family status, age, veteran status, disability, religion, or other basis protected by applicable laws.

If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please contact us at hr@opentext.com. Our proactive approach fosters collaboration, innovation, and personal growth, enriching OpenText's vibrant workplace.